HND商务沟通技巧会议ppt.ppt

The background of our company Our company was set up in 2001,and then,in the 2005,our company was the biggest communication company in china.Now,there are many controlled company in Hong Kong,Guangzhou,Shanghai Wuhan and Beijing.By the way,the market of Wu Han is one of the most important part of our company.As the biggest communication company in china,we are the example to many other company.So we must provide the highest-level products and service to our consumers.The main operation of our company is the electrommunication,including moving communication,internetwork,and home phones.And those ways of communication is play an increasingly important role in the life of human beings.The aim of the meetingOur department is mainly aimed at give service to the problem of customers complaints make immediately solved and get feedback.The meeting mainly introduces the significance of effective handle the customer complaints and point out the current problems.This meeting will determine the customer service training goal.Chairman:Liu ZiyangChief Investigators:Wang Haoxiang,Shen TongCustomer Service Representative:Wang Zibo,Zhang Zhipeng,Chen Jiaxiong,Yin YuqingMarket Researcher:Huang Ming(1)Apologies for absence(2)Minutes of the last meeting(3)Matters arising(4)Chief investigatoes to introduce the current problems(5)The analysis and solution of question A(6)The analysis and solution of question B(7)The analysis and solution of question C(8)Trainning plan(9)AOB(10)Date and time of the next meeting1.The problems of giving away the information of customersWith the development and commercial scale application of Broadband Access Technology of 3G technology,ADSL/EPON/GPON,with the increasingly and complex communication network，there are more and more problems in operators operational management.At the same time,with the development of society,our customers pay more and more attention to protecting their personal information.But this now,more and more customers complain that their personal information which is kept inour company were gave away to somebody.And many people which get the information molest our respected customers.There are some cases which we get from a customers.2.The problems of service attitudesThere is a satisfiction of survey in Shenzhen,Hongkong and Wuhan.In view of the correspondence profession customer of satisfaction event in which one is weak,carries on specially assists,to formulate the independent customer of satisfaction promotion directive.a.Not on own initiative to customer introduction preferential benefit fees way.Various operations business promotes a fees set of meal quantity is multitudinous,the computation is relatively complex,the service hot line guest takes the personnel especially is important to the consumer explanation and the correct guidance.b.The telephone difficult to be answered still existing.Various operations discuss 20 second call completing rate mean values are 79.26%success rate are only 41.67%.The most profession has not been able to achieve the correspondence profession mean value,after the telephone makes a connection nobody answering question quite to be prominent.c.The perfect degree of satisfaction investigation system expansion field of investigation,further develops the investigation channel,investigates the content richly.The development has the pointed special investigation,the instruction customer degree of satisfaction promotion exchange.d.The promotion selling area grade of service from each control link formulation perfect flow standard and the inspection request,and strengthens the service process monitor.Development operation ability,enhances the operation efficiency,the realization customer service center to service marketing center reforming.Carries on the service validity analysis,the advancement service,the service hot line channel most superior match,the realization service resources benefit maximization.The impetus call center fine refinement management level,the realization modernization serves the new breakthrough.3.The problems of solving the complains of our customers in low efficiencies Present situation of service management:We are not enough understanding customer.Only through customers list and bill we can not understand our customers.Our electronic contact informations and customer consultation are only suit scatter in each service channel,and we do not formed the integrity the customer view.Second,we lack the integrity the service support system.Third,we lack the skills of service operation,the service management,the service analysis integration service support system.And we lack the entire channel the dynamic grade of service examination:The social channel grade of service management must further promote.The last but not least,we lack the service potency appraisal method:Under the service resources limited condition,must realize the high end customer variation service,must use the service resources,achieves the fine accurate service in the analysis and in the appraisal foundation.The analysis and solution of giving away the customers personal informationFirst,he security strategy of hardware and software,the method of combining,constitute a unified defense system,effectively prevents illegal user enters the network,reduce network safety risk.Second，regular vulnerability scanning,audit trail,the timely detection of problems,solve problems.Third,The intrusion detection method to achieve the real-time safety monitoring,to provide rapid response to fault means,also have very good security forensics measures.Specifically,for the internet of our company,in view of our enterprise LAN security risks exist,the safety design,the safety risk we must seriously,and according to the risk of face,take appropriate safety measures.These risks caused by various factors,and the enterprise LAN structure and system application,the reliability of the network server in LAN is closely related to other factors.Below is a list of some of these risk factors：Network security from the following three aspects:(1)to understand the physical network is secure;(2)network platform is safe;(3)system is safe;(4)whether the application of safety management safety;(5)For each class of security risk,combined with the enterprise LAN s actual situation,we will be specific to the analysis of network security risk.On the other hand,Network security risk is varied.Network security is mainly refers to earthquake,flood,fire and other environmental accident;power failure;artificial operation errors or mistakes;the device is stolen,destroyed;electromagnetic interference;line interception.High availability redundant hardware,machine design,machine room environment and alarm system,safety awareness.It is the entire network system security of the premise,in this business area within the local area network,the network is not,as long as physical span,develop a sound safety management system,backup,and strengthen the network equipment and the management of the computer room,these risks are avoided.The other problem we should pay attention is that our staff give away the customers personal information.Dissatisfaction with the internal staff may at the WWW site jokes,even destruction.However,they are most familiar with the server,small program,script and weaknesses of the system.To have left the disgruntled employees,by periodically changing passwords and delete records in the system to reduce such risks.But there are still disgruntled employees,these employees than have left the staff can cause bigger loss,for example they can spread information vital to reveal important information,security,error into the database,delete data etc.Even some staff for financial gain to disclose customer information.The analysis and solution of the problems of service attitudesService attitude:From customers complaints we know our staffs still have some problems in servicing attitude.As a famous communication company whose main work is offering the help，having a good service is the important part.So we should make out what are the problems and analysis the reasons then try our best to solve it.First:Personal ReasonsThe staffs hate their job.They have no pow to do their job and help our customers.As we know,the staffs always do the same work.They will feel very tired.And some of them,they are not satisfy with their salary.Second：External reasonsWe can not denythat there aresome customersvery hard tocommunicate.To teach thestaffs some skills to solve the problems and provide better service to our customers.How to solve the problemsPersonal quantity&interestsTraining&skillsSalary and welfareTo improve the staffs quantities,do not let they work following their own feelingsCustomers are our godsSo staffs should love our customers as love gods.Offer a good training to staffs to teach them how to control theirworking skills.Our staff must provide a better service to our customers and solve our customers problems on time.The managers mayconsider this factors.The well pay may reduce the stress and burden of our staffs.And they will concentrate on their work and harder.The analysis and solution of solving the complains of customers in low efficienciesDeal with customer complaint,make the management work in the complaint is perfect.For the company,meet customer complaints is unavoidable,for a responsible customer service personnel should understand the customer.Has always been to actively open good psychology to face and solve problems,to avoid the various issues raised by customers,customer complaints is the customer care company,the company has a certain error correction capability of the hope and confidence in a performance.And the complains of customers can bring many benefits,for example reduce the negative impact,free market information,warning crisis and prevent loss of customers.How to solve the problemsFirst stepApology-regardless of customer complaint attitude if,no matter who is wrong,to quell the customer dissatisfaction,telling customers,the company will complete customer complaints.First stepApology-regardless of customer complaint attitude if,no matter who is wrong,to quell the customer dissatisfaction,telling customers,the company will complete customer complaints.Second stepSeriously listen to customer complaint and after,listen to maintain patience,and the degree of attention to customer complaints.Third stepRapid response-can repeat customers complain content,determined to have understanding of customer complaint,and tell our customers will be fast and efficient solution to the problem.First stepApology-regardless of customer complaint attitude if,no matter who is wrong,to quell the customer dissatisfaction,telling customers,the company will complete customer complaints.Last stepEmpathy-and when customers intentions exchanges,willunderstand the nature and the issues they raise,and then tell thecustomer,you have to understand the problem,and to thank the customer scomplaints.Training notesThe complete and reasonable training planTraining plans declarationTraining preparationsThe four step training1.To explain2.Demonstration3.Contact4.ReviewCommonly used training method1.Class teaching2.The classroom discussion method3.Catechism4.Cosplay method5.Case analysisTraining of learning principles(1)Fully mobilize the students sense of hearing,sight,smell,taste,touch(2)Targeted,learn in order to practise(3)Fully mobilize the enthusiasm of the students(4)Training environment(5)Using a variety of training means(6)The proper use of incentive method(7)In stages,through progressive(8)Students meet together to exchange improve(9)Selection of qualified students